Knowledge, Skills & Competences
• Excellent knowledge of the quality analyst role
• Proficiency at MS Office
• Demonstrate high level of integrity, work ethics, and a proactive and positive attitude.
• Negotiation and communication skills, along with personal tenacity and the ability to drive things through to conclusion in a dynamic and challenging environment.
Should be able to provide corrective feedback to agents on call.
• Customer focused with good customer care
• Excellent Interpersonal skills, problem solving and analytical skills.
• Should be self-motivated & able to demonstrate a drive for results with a professional approach.
• Proven report-writing and presentation skills.

Responsibilities
• Provide positive leadership, guidance, coaching and mentoring to the call center team to achieve individual, team and departmental quality (calls, emails, chats) objectives and key results.
• Also responsible for nurturing potential call center quality analysts.
Promote an environment of Continuous improvement in line with MOGO call centre performance standards.
• Monitor and evaluate calls to drive adherence to MOGO policies and compliance to standard operating procedures through mystery calling, compliance checks, live listening in, live barging, whispering among others.
• Provide on-going feedback to help develop and train Agents to improve performance.
• Support coaching efforts of trainers and supervisors
• Conduct regular reviews and giving real-time feedback in line with the agent’s performance.
Develop and implement special projects/initiatives.
• Champion the implementation of process changes and update agents as soon as these come up.
• Conduct call calibration sessions to ensure that all the stakeholders speak the same language.
• Initiating and tracking QA corrective action requests and liaising with key stakeholders for alignment and buy in.
• Organize and support, inform new hire classes on quality processes.
• Oversee the cross training and up training of Agents.
• Review and interpret historical reports and provide stakeholders with feedback for improvement in business operations.
• Supervise Agent /reports of trends and observations to ensure Customer satisfaction.
Support team leaders on real time Queue monitoring and managing floor productivity in cases of shrinkage.

Qualifications
• The applicant for the role of quality analyst should at least hold a bachelor’s degree of any discipline from a recognized University

Details of experience
• A minimum of 2 years in Call Centre